The following (I would guess) is also related. Now whenever I submit an email to the SW mailbox it doesn't create a ticket or send out an auto-email. It seems now that only addresses associated with the AD login ID and NOT the default email address are recognised.

If and when SW guys respond with a ticket then I'll email the package.zip file.

Marc sent us his log files and data and we were able to clean it up for him. The issue that occurred in his specific situation was that he did not have Help Desk Authentication turned on at first, so users were logging in with their email addresses.

Then, once Help Desk Authentication was turned on, Spiceworks pulled down their default email address from AD which happened to be different than the one they were using to log in originally. This created two separate accounts within his install (firstnamelastinitial@domain.com and firstnamelastname@domain.com) So users were not getting emailed on their old addresses.

Emailing to the SW mailbox produces no outgoing auto-mail to the sender as it used to do. The email ends up in the deleted bin so I am having to now check the deleted bin to make sure that the emails are being responded to.

Manually creating a ticket with one of the 'unrecognisable' addresses produces the message 'Users is invalid' when trying to save the new ticket. I change the email address to something the system will recognise and it saves.

Why the hell are the Spice folks not responding with anything remotely helpful?

Why the hell are the Spice folks not responding with anything remotely helpful?

Because we the community do the support on the forums and drag them in when / if needed.

They do check the forums but the community normally know alot of quick fix tricks Spiceworks don't or will take longer to reply on.

hpoonis wrote:

Emailing to the SW mailbox produces no outgoing auto-mail to the sender as it used to do. The email ends up in the deleted bin so I am having to now check the deleted bin to make sure that the emails are being responded to.

Clear the settings with the clear button, save, restart, enter them again. Also use SMTP and IMAP or POP rather than exchange.

Manually creating a ticket with one of the 'unrecognisable' addresses produces the message 'Users is invalid' when trying to save the new ticket. I change the email address to something the system will recognise and it saves.

Now AD auth IS finally on but the system is still having issues auto-sending the received emails. When I browse the actual database I see that some of our users now have several entries with the same email address. It is becoming very very messy in there.

The obvious issue (once again) is the discrepancy between the users default email and the actual AD login ID.

Also, several of our users' default email address is the same as their AD login ID (external listerver issues) so you can see clearly we would NOT be able to issue a directive that everyone try and use their AD login when trying to use the portal.

This seems like a fundamental problem and one that would bear more scrutiny than making a pretty network map.

Marc sent us his log files and data and we were able to clean it up for him. The issue that occurred in his specific situation was that he did not have Help Desk Authentication turned on at first, so users were logging in with their email addresses.

Then, once Help Desk Authentication was turned on, Spiceworks pulled down their default email address from AD which happened to be different than the one they were using to log in originally. This created two separate accounts within his install (firstnamelastinitial@domain.com and firstnamelastname@domain.com) So users were not getting emailed on their old addresses.

Indeed the problem seems to have been fixed. I adopted the radical approach of removing ALL USER records flagged as end_user and got everyone to respond to a ticket email, thus re-populating the USER table with the correct personnel with correct email addresses.

Running an update query on the table afterward to replace the unknown ticket created_by id with the new user ID sorted the issue.

Thanks guys.

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